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Branch Support Representative- Stony Plain
Business Unit Description: Retail Markets provides a full range of financial products and services to almost 11 million personal, business and wealth clients, as well as investment management services globally to retail and institutional clients.
CIBC Retail Markets has a broad distribution network serving clients through close to 1,100 branches, as well as CIBC Wood Gundy offices and President's Choice Financial in-store pavilions. Clients also have 24/7 access to telephone banking, online and mobile banking and online brokerage, as well as to Canada's second largest ABM network.
Relevant Job Criteria: - Full Time: 37.5 hrs/week. - Days required to work: Monday to Friday.
APPLICATION INSTRUCTIONS:
1. Resumes must be submitted online only, through the (RMS) Recruitment Management System.
2. Late submissions will not be accepted.
3. If you are a CIBC employee and wish to refer someone for this position, please register your referral as per the Talent Scout guidelines. Your referral must apply through the website.
4. CIBC thanks all applicants for their interest however only those selected for an interview will be contacted.
Job Overview: Purpose of Job:
To provide a wide range of service support activities necessary to ensure the ongoing efficient and effective operation of the branch. This position is dedicated to full time support activities resulting from the high volumes of these specific activities at the branch.
This role would typically be found in Platinum Branches only. Customer interaction will typically be via the telephone or fax.
This position may be assigned supervisory override capability in branches that have a limited number of employees with overrides or require coverage for lunch and extended hours, where the incumbent understands their responsibilities when providing overrides and the consequences of misusing their override. This override authority does not include loan advances or cables.
Requirements: Major Activities:
1.Understand and meet all customers' immediate service needs quickly, professionally and accurately.
·Greet customers utilizing Customer Courtesy Code. ·Process requests accurately, efficiently and within prescribed transactional entry processing benchmark, collecting service charges, when appropriate and seeking authorization when required. Typical transactions will include selling drafts/money orders, cables, foreign currency, cheque certification. ·Provide information to customers (e.g. interest rates, service charges, alternative delivery channels, basic accounts). ·Resolve customer problem in professional and understanding manner, utilizing Customer Problem Resolution Code every time a customer shares a concern. Refer the situation appropriately ·Relay customer feedback on service. ·Be a steward for the branch experience. ·Respect customer confidentiality by following the Customer Privacy Policy.
2.Actively promote CIBC banking products and transaction services that might better meet customer needs. ·Look for opportunities to suggest products and services, probing as required to identify suitable banking product/service. Use appropriate tag-on. ·Explain the benefits and features and how options might better meet their needs and expectations, answering basic questions and providing additional information as required. ·Where time permits, demonstrate how to use transaction service and electronic channel options, providing additional information as warranted and sign up customer. ·Identify sales & service opportunities and refer to appropriate sales person for fulfillment.
3.Provide specific branch support activities:
a)Ensure that security measures are in place at all times while acting as joint custodian for: ·Non-negotiable securities. ·Drilling safety deposit box. ·ABM and night deposit. ·Adhere to guidelines on Hold Funds, Anti Money Laundering etc.
b)Deal with all communication/correspondence with INTRIA Items Inc. (I3), Retail Back Office Operations (RBO), and the District Office. ·Check and redirect/resolve, as appropriate, incoming Faxes and E-mail (Outlook and Coins). ·Resolve fates requiring branch involvement. ·Investigate suspense accounts requiring branch involvement.
c)Searches, requests, investigations received by customer via FAX or phone only, District Office, RBO or Intria on such things as: ·Voucher searches ·Errors ·Customer request/look ups ·Unpostable items ·Gathering documents/information on Frauds to be sent to District Office ·Please note: Please note: Customer requests received in person at the branch is handled by the individual servicing that customer and not re-directed to the CSR/BSR role.
d)Filing such as: ·Current Account deposit slips from night deposits ·Letters sent to clients for general filing ·Retention of Fax agreements/confirmation ·Personal statements/reports for customer pick up
e)Answer the branch phone/voice mail as per National Service Standard of Excellence. Responding to customer inquiries/concerns and routing calls to other Branch team members as appropriate. ·Listen to and, where possible, resolve customer complaints of a general nature. ·Discuss nature of problem to identify specifics and issues for further investigation. ·Investigate customer complaint in detail if it cannot be immediately resolved. ·Refer problem to senior staff member if it cannot be resolved. ·Follow up with customer providing information or describing actions taken to resolve problem.
f)Keep up to date on relevant CIBC products, services, programs, policies and procedures. ·Use communication vehicles such as Circulars and Manuals, CIBC Today and Branch & Small Business Banking web-site. ·Participate in team meetings/huddles, workshops and individual coaching sessions. ·Create a personal development plan and complete activities committed to in plan.
g)Additional duties:
·After having been opened and verified by management, sort reports and mail for segments and place in mail slots. ·Process unique diary items and unique mail deposits as per procedures. ·Settle incoming IBPs/Cables requiring branch involvement and as per procedures. ·Prepare drafts for payment and customer pick-up. ·Provide overrides as specified per directions above. ·Prepare outgoing bag (place items in bag, seal and place in pick up). ·Prepare and order stationery for branch and verify incoming orders, as per procedures and limit authorization.
Knowledge/Skill Requirements:
·Knowledge of bank products and related service charges. ·Interpersonal skills to work effectively with customers and successfully handle complaints. ·Problem resolution skills to effectively and efficiently resolve customer inquiries, search requests from District Office, RBO or Intria. ·Ability to translate information about service charges and standard bank procedures into layman's terms for communication to customers. ·Ability to understand, interpret and carry out bank procedures and detailed instructions. ·Ability to use computer software such as Outlook, coins, colt, foreign exchange panels and e-source.
Contacts:
·With customers in resolving minor disputes and selling bank services and products. ·With lawyers as it relates to gathering information on estates. ·With branch managers and district office - receiving instructions from and providing information to. ·With Intria and RBO - receiving instructions from and providing information to ·With CIBC Contact to obtain information on a bank product/service.
Job Complexities/Challenges:
·Prioritizing and organizing workload to ensure deadlines are met. ·Sound judgement and problem solving skills to efficiently and effectively resolve customer errors/requests.
Physical Demands/Working Conditions:
·Pushing carts in and out of vaults. ·Lifting heavy boxes. ·Focused attention to detail when balancing ledgers and reviewing documents for completeness. ·Reaching to open very high and low file drawers. ·Posting onto computer terminals with speed and accuracy a requirement. ·Open branch environment - constant background noise (photocopiers, encoding machines, etc.).
Rewards
At CIBC, we're committed to providing employees with fair and competitive compensation that reflects individual contribution, business performance and related markets. Our total compensation programs are comprised of direct and indirect components. Together they reward employee capability and performance and promote employee well-being.
Benefits
Employee Share Purchase Plan
Employee Banking Offer
Recognition
At CIBC, there are formal and informal methods available to acknowledge employee and team contributions throughout the year. Formal recognition programs recognize outstanding performance by individuals and teams at CIBC. CIBC's formal programs include the CIBC Achievers Program, eAchievers and the Chairman's Council and President's Council Awards in Wood Gundy. We developed these programs to reward those who demonstrate our core values of Trust, Teamwork and Accountability.
